Your questions

About tickets

Do I need my credit/debit card to pick up the tickets at the box office?

Yes, bring your credit or debit card with you. If you were given a confirmation code with your booking please bring it along too.

If you booked using someone else’s credit/debit card then you will need to get a letter of authorisation from them in order to pick up the tickets. For details of what to include in that letter, please read the answer to the next question. “What do I need to do if a friend is picking up my tickets, not me?”

What do I need to do if a friend is picking up my tickets, not me?

If you booked the tickets on your credit/debit card to give to someone else, you will need to also give them a letter of authorisation. This letter should include:

Last four digits of the card you used to book the tickets.

Booking reference number.

Name and date of the event.

The full name of the person collecting the tickets.

An authorisation statement e.g. I give full authorisation to <collector’s full name> to collect tickets on my behalf.

Your full name.

Your contact phone number.

Your signature.

When can pick up tickets I bought in advance?

If you have bought tickets online or by phone and chosen box-office collection, you can pick them up on the same day as your event, but only when doors open for that event

Please bring the credit or debit card you used to buy the tickets. If you were given a confirmation code with your booking please bring it along too.

Why do I have to pay a booking fee online?

Booking fees pay for costs of credit/debit card processing, ticket distribution, computer hardware and software, telephone lines, and labour associated with a ticket transaction, plus the cost of scanning hardware at the box office. We use Ticketweb as our primary ticketing agent and agree reasonable fees with them.

We know many of you find booking fees frustrating so you’ll be pleased to hear that at the Scala Box Office we’ve decided not to pass our costs on to you and offer you a cash-only service with no booking fees.

I want to pay cash at your box-office. Can you reserve tickets for me?

We’re sorry, we do not reserve or hold tickets on request. You can call our box office to find out whether or not we have tickets and if we are close to selling out. However we do not hold them for you.

Do I get a seat allocated with my ticket?

No. We are typically a standing venue, and you can stand wherever you like, within reason! If you have a VIP ticket you may have access to a special area with seating. Tickets are for general admission, unless otherwise stated.

Did my online Ticketweb booking go through?

You should receive a booking confirmation code on completion of your booking. This is displayed on the confirmation screen and sent to you by email. Please keep this code safe, as it will come in useful should you need to contact us.

If you never received a confirmation email but you think that your booking did go through then please call Ticketweb on 08444 999 999.

I no longer want my tickets. Can I return them?

We’re sorry. We do not cancel, exchange, refund or transfer tickets unless the event has been either cancelled or rescheduled.

Can I buy tickets on the door?

Once doors open, if there are still tickets available, then yes, you can buy them for cash on entry to our venue. We do not take credit or debit cards at the box office – it’s cash only. There are several cashpoints within a one minute walk from our venue.

Why cant I find an event on Ticketweb?

It may be that tickets are not on sale for that specific event via Ticketweb. Tickets may be on sale with another agency or only the door when entering the event. Please visit the individual event page to get up-to-date ticket information.

Ticketweb says no tickets currently available.

This generally means Ticketweb have sold out of their current allocation. However, this does not mean the event itself is sold out unless there is specific information that states this to be the case. There may still be tickets available through other agents or through the Scala Box office.

Please visit the individual event page to view the ticket status. We do our best to keep it up to date.

A show is listed as sold out. How can I get tickets?

If a show is listed as sold out on this website then our venue is full to capacity. You are welcome to visit the box office when doors open for the event to see if there are any door tickets. We cannot guarantee door tickets will be available in advance. Sorry.

My tickets have not arrived in the post as expected.

In this case, you need to contact the point of purchase and inform them that your tickets have yet to arrive. An order confirmation is not enough to gain entry to an event.

For tickets purchased through Ticketweb, if you don’t have your tickets 72 hours before the event then please contact Ticketweb via www.ticketweb.co.uk/help/helpdesk or you can call them on 08444 999 999.

If you’re unsure of who you made your purchase with, the name of the ticket seller should appear on the statement of the card used to make the purchase beside the debited amount.

My ticket has been lost or stolen.

E-tickets are fully replaceable. An e-tickets has a bar code which is scanned on entry. Ticketweb can send you a replacement e-ticket with a fresh barcodes should you be concerned that someone may try to use the lost or stolen originals.

For regular tickets purchased through Ticketweb contact them via www.ticketweb.co.uk/help/helpdesk or call them on 08444 999 999. It is very important that you contact the ticket seller so that they can cancel your original ticket should it have fallen into the wrong hands. If you’re unsure of who you made your purchase with, the name of the ticket seller should appear on the statement of the credit or debit card used to make the purchase beside the debited amount.

An order confirmation is not enough to gain entry to an event.

Unfortunately, for standard tickets Ticketweb don’t typically offer replacements. If you bought tickets with cash at our box office we are very sorry to say that we do not offer to replace them.

I no longer have the card I used to buy the tickets. How do I pick them up?

If you no longer have the original credit or debit card, then you’ll need to bring photo ID and a statement from the card issuer confirming your name and address.

The event has been moved to another venue. Is my ticket still valid?

Yes, it is still valid.

The event has been rescheduled. Is my ticket still valid?

Yes, your ticket is still valid. Should you not be able to attend on the rescheduled date, apply for a refund from the the ticket seller as soon as possible and in advance of the event.

The event has been cancelled or moved to another date. Can I get a refund?

Yes, of course.

To get a refund on a purchased ticket return to where you bought bought the ticket from.

If you bought your tickets over the phone or online from Ticketweb then contact Ticketweb customer services on 08444 999 999

If you bought your tickets from an individual or another agency then contact them.

If you bought your tickets from the Scala box office for cash please return. At our box office we refund the whole sale. That mean if you bought four tickets, you need to return all four tickets at the same time to get your refund.

We apologise. Unfortunately most cancellations and date changes are made by promoters or the artists and not us, so most are beyond Scala’s control.

Who should I contact if I have another issue with my tickets?

You should contact whoever you bought your tickets from.

That means..

If you bought your tickets from the Scala box office for cash please call us at the box office on 020 7833 2022 Monday to Friday 10am to 6pm.

If you bought your tickets over the phone or online from Ticketweb then contact Ticketweb customer services on 08444 999 999.

If you bought your tickets from an individual or another agency then please contact them.

About Admission & Venue

What are the stage times for live events?

For live music our events are listed as starting when doors open. The main performance typically begins on stage later in the evening. The organisers choose these times and tells us here at Scala on the day of the event. As soon as we know the times we post them up on Twitter. Please return on the day or follow us on Twitter.

Typically for our live music events there is no dress code. Some of our weekend club events however do have a dress code. Please visit the individual event page and if there is a dress code it’s specified there under Admission.

I want to bring a 15 year-old to an event? Is that okay?

Unfortunately it’s not okay. All our listed events have age restrictions and these still apply even when a 15 year-old is accompanied by a parent or guardian. Please read our guide to those restrictions on our admission page.

Can I get re-entry if I leave the venue?

We’re sorry, we do not allow re-entry to an event with your ticket unless it’s specified. Please plan your visit carefully so you do not need to leave and re-enter. Make sure you remember to pick up any belongings you have left in our cloakroom before you leave

Can I pay using a credit or debit card?

We take credit and debit cards as payment at the bars inside Scala. We do not take credit or debit card payments at the box office, only cash.

How do I request a guest list?

Guest lists are run by the event organisers, not Scala. If you would like to request guest list for yourself or a group we suggest that you contact the organisers directly. Go to our events listing pages and look for the name of the organisation presenting the event.

I have mobility issues. How can you help?

If you need a seat for medical reasons or need help moving around our venue, or if you’d like to bring a companion along to help you with mobility, you will need to arrange it with us in advance. We suggest you read our accessibility guide and then contact our event coordinator.

Do I need ID? What type of ID is accepted?

Bring ID if you look 25 years of age or younger. We accept the following forms of photo ID.

Our policy is that small compact cameras, a size that would fit in a pocket, are allowed at most of our events.

Professional type cameras (SLRs with interchangeable lenses) are not allowed, with the exception of official photographers covering the event. Video cameras and professional audio recording equipment are not allowed either.

Please do not assume that your camera will always be admitted. Although unlikely, for some gigs the promoters policy may override Scala’s policy.

How do I get a press pass?

To get a press pass please contact the promoters of the event. You will find the name of the promotion company presenting each event in the event listings above the name of the event. We do not issue press passes.

Can I smoke?

There is strictly no smoking inside the building or on the stairways. We have an outdoor courtyard where you can smoke. Access is to the left of the stage at the bottom of the long red staircase.

How do I complain?

We’re very sorry to hear you have a complaint. We are keen to hear it so we can hopefully resolve it or improve things for the future.

We operate as a hire venue which means that some aspects of events here at Scala are controlled by the promoters, artists or companies that hire our venue rather than us. This can include staff and guest list. If this is the case, we’d still like to hear your complaint and will do our best to pass it onto the right person.

We recommend the nearby Tune Hotel. It’s a no-frills affordable hotel, with round the clock reception and security and it’s just three minutes walk from Scala. View more details on our location page.

Cloakroom & Lost Property

Is there a cloakroom?

Yes, we have a cloakroom in the Foyer Bar space. As you walk up the entrance stairs and straight ahead towards the Foyer Bar the cloakroom is on the left and there is a small fee to use it.

I am bringing a large suitcase. Can I leave it in the cloakroom?

Yes, we accept suitcases in the cloakroom and charge a small fee. Be aware that your suitcase will need to be opened and checked by security at the venue entrance.

An alternative is to leave your baggage at Kings Cross Station left luggage. More information at www.left-baggage.co.uk

I forgot to pick up my coat or bag from the cloakroom.

You can collect your coat or bag during our box office opening hours, Monday to Friday between 10am and 6pm. If these hours are difficult for you please contact us and we’ll do our best to find a solution for you.
If you would like to check that we have your item please complete out our lost property contact form and we’ll respond during box office hours to confirm we have your item.

I lost my phone during an event.

Please contact us as soon as possible using our lost phone contact form We’ll get in touch by email or an alternative phone number to let you know if it was found or not.

I lost something during an event.

We have a lost property service. Please visit lost property contact form and tell us about what you have lost. If it’s a phone use our lost phone contact form. We’ll get in touch to let you know if it was found or not. If we find it you can collect it during our box office opening hours, Monday to Friday between 10am and 6pm. If these hours are difficult for you please contact us and we’ll do our best to find a solution for you.